service desk network treffen 19.11.2012
TRANSCRIPT
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i-‐Service Sociale Medien Servioce Pla0orm der Zukun5?
Service Desk Network Treffen Mainz
19. November 2012
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Agenda: 1. Wir wirken sich soziale Medien auf die Kunden aus? 2. Intelligente ApplikaOonen in den Netzwerken 3. Welche Service Apps gibt es und was zeichnet eine
gute Service App aus? 4. Neuer InformaOonsgehalt in den Tickets:
LocaOon, Bilder und mehr 28.12.12 2
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Wie wirken sich soziale Media auf die Kunden aus?
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Über 300 Milliarden emails werden jeden Tag versendet
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There are over 200,000,000 blogs Es gibt über 200.000.000 Blogs.
34% der Blogger schreiben ihre Meinung über Produkte und Marken.
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Over 100,000 suggesOons
Über 100.000 Vorschläge, Tipps und Tricks werden täglich in Expertenforen gepostet.
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Über 50.000 Tweets werden in jeder Minute gesendet.
Über 20% der Tweets betreffen Produkte und Marken.
h`p://live.psu.edu/story/41446
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empfehlen, beschweren, loben, fragen, berichten,
Meinungen bilden, Produkte und Dienstleistungen nachfragen
WAS MACHEN DIE NUTZER IM SOCIAL WEB?
http://www.flickr.com/photos/69805768@N00/3292899689/
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NICHT WAS SIE SAGEN, DEFINIERT HEUTE IHRE MARKE, SONDERN WAS DIE VERBRAUCHER ÜBER SIE SAGEN 28.12.12 11
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Der vernetzte Kunde
– Vom passiven Konsumenten zum akOven Gestalter
– Eine neue GeneraOon von Kunden: • Permanente Verfügbarkeit von InformaOonen
• „Always on“ • Informiert sich über alle Kanäle • Vernetzt über Social Networks • Produziert Content
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Die Vielfalt des Social Web
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28.12.12 14 h`p://sulzmann.posterous.com/jede-‐menge-‐frische-‐zahlen-‐social-‐media-‐trends
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• Soziale Netzwerke • Wiki´s • Bewertungspla0ormen • Foren • CommuniOes • Blogs • Social Commerce
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Dr. Holger Schmidt / FAZ 20
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Twi`er bleibt auf Wachstumskurs
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Twi`er bleibt auf Wachstumskurs
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Dr. Holger Schmidt / FAZ 23
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Quelle: Social Bakers
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Facebook in Deutschland
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Fan Alerts
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Fan Alerts
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Google+
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www.viralblog.com/research/youtube-‐staOsOcs/
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Wikis
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Bewertungspla0ormen
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www.viralblog.com/research/youtube-‐staOsOcs/
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Foren
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Foren
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Foren
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Frage & Antwortseiten
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Blogs
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CommuniOes
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Intelligente ApplikaOonen in den Netzwerken
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Wie behalte ich meine Social Media Känale im Griff?
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Wie kann ich Service Angebote Integrieren?
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Welche Service Apps gibt es und was zeichnet eine gute Service
App aus?
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Neuer InformaOonsgehalt in den Tickets: LocaOon, Bilder und mehr
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